Planet Fitness

In Jan 2021, I physically walked into my home gym with PF and spoke with two of their paid employees at the check in desk to inquire about what I needed to do to cancel my membership since my contract would expire on Feb 16, 2021 and I did not want to continue. I told them I wanted to be sure as I did not want them to continue drafting on a month to month basis, that I wanted to just cancel since I had fulfilled my contractual obligation. I was told by these staff members, with my husband present, that I didn't need to do anything else, they would make a note and I would not be charged any further. They proceeded to tell me that I could continue to use my membership until Feb 16 since I was already paid through that date with my Jan payment. I did not go to the gym after we moved to another town, nor did I watch my bank account as I assumed it would be handled as I had been told. This was not the case. 5/8/21 I happened to be checking other things on my online bank account and found that they were still charging me. I have had three monthly charges of $24.96 on Feb 17, Mar 17, and Apr 19 as well as the annual membership fee on Apr 1 of $42.22. I called and spoke to Lexi, a manager and explained the situation. She cancelled my account and sent me a written confirmation. She told me "in my contract" it says I have to give written notice - I'm sorry, but I read and signed that a year ago, figured that if I ask a current employee about cancellation, they would be able to provide accurate information. Not only did they NOT tell me while I was there that I have to cancel in writing, they also did NOT put a note on my account that I had come in to make that request. I asked about a refund for the charges they continued to draft after I had already verbally cancelled. She said she would send the request off to upper management as the local managers cannot make that decision. 5/10/21 I received a call from Justin (another manager) who said he was sending the request off but that he cannot guarantee that I will receive any refund since I did not do the cancellation in writing. I retold the situation to him that I explained to Lexi. He apologized for the "misinformation that I was provided" from his staff, (which seems like another loophole they are using to not stop drafting or offering a refund for their obvious negligence). I heard back from Justin today 5/11/21 who informed me that I would not be receiving any refund, but not to worry, I am cancelled now so no more charges will be drafted from my bank account.

Solution desired/deserved: Full refund of the $117.10 they drafted without my consent or authorization after telling me in person that my cancellation request would be honored verbally. Lexi was able to confirm on the 8th I had not checked into any facilities during the time I thought my account had been cancelled.